Associate, Elite Driver Success

Lyft; Ciudad de México; Híbrido; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading rideshare company is seeking a Customer Experience Associate in Mexico City. The candidate will provide exceptional support to Lyft drivers via various communication channels. Applicants should have at least one year of customer service experience and strong problem-solving skills. The position involves a hybrid work schedule, requiring presence in the office three days a week. This role is ideal for individuals with a social personality who are ready to rise to challenging situations while maintaining high customer satisfaction.

Formación

• 1+ years experience in customer service, required.
• Strong writing skills and impeccable attention to detail.
• Keen ability to work independently and in a team.

Responsabilidades

• Create a personalized, positive and effortless experience for the Lyft community.
• Provide friendly, timely support to Lyft drivers via chat, email and phone.
• Troubleshoot user problems with the Lyft app.

Conocimientos

Customer service experience

Problem-solving skills

Computer proficiency

Social personality

Attention to detail

Descripción del empleo

Lyft, our purpose is to serve and connect. We aim to achieve this by cultivating a work environment where all team members belong and have the opportunity to thrive.

The ideal candidate is someone who is passionate about customer experience and knows what it means to go above and beyond as an advocate for the Lyft community. You must be calm in the face of a storm, caring and compassionate, and able to have a strong sense of empathy in difficult situations. Our team consists of Customer Experience Associates supporting customers across chat, email and phone.

Responsibilities:

• Create a personalized, positive and effortless experience for the Lyft community
• Provide friendly, timely support to Lyft drivers via chat, email and phone
• Troubleshoot user problems with the Lyft app
• Document all support contacts in a CRM system
• Make recommendations based on feature requests and bugs reported by users
• Be a community advocate for Lyft

Experience:

• 1+ years experience in customer service, required.
• 1+ years experience in call center a plus, but not mandatory
• Computer proficiency required
• Friendly and enthusiastic, social personality
• Dependable and punctual with time management skills
• Strong writing skills and impeccable attention to detail
• Demonstrates empathy and the ability to take initiative on doing the right thing for the customer
• Advanced problem-solving skills with the ability to think creatively to resolve difficult situations
• Ability to quickly learn web-based user support applications
• Comfortable in a fast-paced environment, subject to rapid change and uncertainty
• Keen ability to work independently and in a team
• High level of comfort and familiarity with smartphone applications (iPhone and Android)
• Willingness to work a range of hours, weekends and holidays

Lyft highly values having employees working in-office to foster a collaborative work environment and company culture. This role will be in-office on a hybrid schedule following the establishment of a Lyft office in Mexico City — Team Members will be expected to work in the office 3 days per week on Mondays, Wednesdays, and Thursdays. Lyft considers working in the office at least 3 days per week to be an essential function of this hybrid role. Additionally, hybrid roles have the flexibility to work from anywhere for up to 4 weeks per year.

Please submit your resume in English.